IT User Support Assistant

• Business Support, Enterprise Applications, IT - Operations, Technical Support

Job Title: IT User Support Assistant
Location: London or Manchester
Working Pattern: Office-Based, 5 Days per Week (Some Flexibility)
Function: IT / Service Desk / End-User Support

We're recruiting for an enthusiastic and customer-focused IT User Support Assistant to join an established Information Systems team, with opportunities based in London or Manchester
.

This is a hands-on role combining first-line Service Desk support with face-to-face technical assistance across the office. You'll help colleagues resolve day-to-day technology issues, provide support with workplace equipment and ensure laptops and other devices are configured, maintained and ready for use.

The role is split broadly equally between Service Desk responsibilities and site-based or remote technical support, making it an excellent opportunity for someone looking to develop their IT support career within a collaborative and supportive environment.

You’ll work closely with colleagues across the business and the wider IT team, providing a professional, responsive and customer-focused technical support service.

Service Desk & First-Line IT Support

• Provide first-line Service Desk support through telephone, ticketing portal and other approved communication channels.
• Troubleshoot hardware, software, user access, connectivity and peripheral issues.
• Record, manage and progress incidents and service requests through to resolution or appropriate escalation.
• Deliver a responsive and customer-focused IT support service to colleagues across the organisation.
• Keep users informed throughout the incident resolution process, providing clear updates and guidance.
• Follow established IT support procedures and service management processes.

Desktop Support & Workplace Technology

• Provide hands-on technical assistance with laptops, desktop equipment, meeting room technology and workplace devices.
• Build, configure, test and prepare laptops for new starters and replacement device requirements.
• Support the deployment, allocation and collection of IT equipment.
• Assist with hardware troubleshooting, device repairs and replacement equipment.
• Provide remote technical support to colleagues where required.
• Ensure workplace technology is functioning effectively and ready for day-to-day business use.

IT Asset Management & User Administration

• Support hardware stock management, asset tracking and maintenance of accurate device records.
• Assist with equipment allocation, collection and replacement processes.
• Complete assigned IT tasks within the joiner, mover and leaver process.
• Support the preparation and configuration of IT equipment for new employees.
• Maintain accurate records of IT assets, support activities and service requests.
• Identify recurring technical issues and contribute to the development of knowledge articles and support documentation.
• Support continuous improvement initiatives across Service Desk and workplace technology operations.
• Work collaboratively with the wider Information Systems and IT support teams.
• Escalate technical issues appropriately and contribute to effective problem resolution.
• Participate in an on-call rota where required.
• Support colleagues across different office locations when necessary.

• Some experience, training or a demonstrable interest in IT support, Service Desk, desktop support or a similar technical environment
  .
• Basic knowledge of Microsoft Windows, laptops, desktop hardware, peripherals and common workplace applications.
• Good troubleshooting and problem-solving skills, with a willingness to learn new technologies.
• Strong communication and customer service skills.
• Ability to support colleagues with…